We're hiring our first Customer Support Specialist to be the human face of Kwill for every customer who needs help.

This is a full-time, on-site role at our Amritsar office.

About Kwill

Kwill is the client portal for the world's service businesses — one branded experience for proposals, e-signatures, invoices, and Stripe-powered payments. Our customers' clients experience it as the business's own brand, not Kwill's.

We're built global-first, with real users in 40+ countries. Our promise to customers is "Look like an agency of ten, even if you're a team of one." Our promise to teammates is plainspoken work, fast feedback, and ownership from day one.

The product is real and growing. Support requests are growing with it. We need someone to own that experience end-to-end.

Why this role exists

Most companies treat support like a cost centre to minimise. We treat it like a competitive advantage.

You will also be the team member closest to what customers actually feel. You'll see patterns engineering can't see from the dashboard. You'll know which features get loved and which get ignored. You'll be the voice in the room every Monday saying "here's what eight customers told me about this last week."

What you'll ownFrontline support

- A reliable response SLA: first reply within 4 working hours, full resolution within 24 hours for the majority of tickets.
- Honest, plainspoken replies in the Kwill voice — no corporate "your ticket has been received" templates.
- Debug skills: understand the freelancer's setup, reproduce the issue, find the actual cause before escalating.

Help center & self-serve

- Build and own the Kwill help center from scratch — articles, walkthroughs, video clips, common-issue write-ups.




- Update it weekly based on real support patterns ("five people asked this last week — let's write the article").
- Pre-empt 30% of tickets in the first six months through better self-serve docs.

Onboarding

- Welcome new paid customers, point them at the right resources, run the occasional one-on-one onboarding call for higher-tier plans.
- Identify customers stuck in activation and reach out proactively.

Triage & engineering bridge

- File clean, reproducible bug reports for engineering. Screenshots, steps, environment, user impact. No "doesn't work" tickets thrown over the wall.
- Maintain a prioritised list of the bugs and feature gaps customers actually feel.
- Sit in on weekly engineering syncs to surface the top five issues from real users.

Payment & billing operations

- Handle refund requests, billing questions, Stripe edge cases (failed payments, currency mismatches, tax queries, subscription downgrades).
- Reconcile odd payment situations using the Stripe dashboard and our internal admin panel.

Voice of the customer

- Weekly written report to the founder: top patterns, surprising tickets, churn signals, feature requests.
- Customer interview support — when our marketing or product team needs to talk to a real user, you're the one who knows who to ask and why.
- Spot and flag potential case studies — happy customers who love what they've built with Kwill.

Community oversight (light)

- Step into Discord, Reddit,



and X support threads when needed to back up the Social Media Manager.
- Make sure no public question goes unanswered for more than 12 hours.

We're looking for someone who

- Has 1-3 years of skilled experience in customer support, customer success, account management, or a similar customer-facing role — ideally in SaaS, fintech, or any product where the customer relies on the tool for income.
- Writes very well in English. Tone matters enormously here. You can be warm without being sycophantic, direct without being cold, and confident without being condescending.
- Is technically curious. You don't need to write code, but you should be able to follow a browser console, understand what a Stripe webhook is, and reason about what might be happening behind a bug.
- Is organised. You can run a queue of fifty open tickets without dropping things and without burning out.
- Cares about the long arc, not just the ticket. You think about why this issue happened, whether others will hit it, and how to prevent the next one.
- Loves writing things down. Help articles, internal docs, weekly reports — you'd rather write it once well than answer it ten times.
- Speaks fluent English in writing. Hindi and Punjabi are bonuses for working with our local team. A third language (Spanish, Portuguese, French, Arabic) is a strong bonus for our global customer base.
- Is honest. You'll tell a customer "this is broken, here's our timeline to fix it" instead of dressing up bad news.

You do not need:

- A specific degree. We care what you've done, not what you studied.
- BPO or call-centre experience. In fact, that often teaches the wrong habits for this role.
- To already live in Amritsar. If you're nearby (Jalandhar, Ludhiana, Chandigarh, Delhi) and willing to reloca

📌 Customer Support Agent (Amritsar)
🏢 Kwill
📍 Amritsar